System and method of automated routing and guidance based on continuous customer and customer service representative feedback

Abstract

The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

What is claimed is: 
     
       1. A method for routing based on customer survey feedback, comprising:
 receiving an initial communication; 
 performing a routing analysis of the initial communication based on the initial communication and a set of routing analytics rules (RAR) to identify at least one customer service representative (CSR) designation for the initial communication; 
 receiving customer survey data associated with the initial communication; 
 performing an analysis of the set of RAR using a rules analytics service (RAS) software module based on the customer survey data, the initial communication, and the CSR designation; and 
 updating the set of RAR based on the analysis of the RAS software module. 
 
     
     
       2. The method of  claim 1 , wherein the initial communication is a communication that has not been assigned to the customer service representative (CSR) designation. 
     
     
       3. The method of  claim 1 , the method further comprising generating communication metadata for the initial communication based on an analysis of the initial communication. 
     
     
       4. The method of  claim 3 , wherein the routing analysis is based on the initial communication, the set of routing analytics rules, and the communication metadata. 
     
     
       5. The method of  claim 3 , wherein the RAR analysis is based on the customer survey data, the initial communication, the CSR designation, and the communication metadata. 
     
     
       6. The method of  claim 1 , the method further comprising designating at least one CSR designation to receive the initial communication. 
     
     
       7. The method of  claim 1 , the method further comprising:
 receiving a set of customer survey data, a set of associated initial communications, and a set of associated CSR designations; 
 performing an analysis of the set of RAR based on the set of customer survey data, the set of initial communications, and the set of CSR designations to update the set of RAR; and 
 updating the set of RAR based on the analysis. 
 
     
     
       8. A method for providing guidance based on customer survey feedback, comprising:
 receiving a monitored communication and a set of stored data associated with the monitored communication, wherein the set of stored data includes a customer service representative (CSR) designation; 
 performing a guidance analysis of the monitored communication based on the monitored communication, the set of stored data, and a set of guidance analytics rules (GAR); 
 assigning at least one guidance to the monitored communication based on the guidance analysis; 
 receiving customer survey data associated with the monitored communication; 
 performing an analysis of the set of GAR using a rules analytics service (RAS) software module based on the customer survey data, the assigned at least one guidance, and a CSR action; and 
 updating the set of GAR based on the analysis of the RAS software module. 
 
     
     
       9. The method of  claim 8 , wherein the monitored communication is a communication that was already routed to a CSR designation. 
     
     
       10. The method of  claim 8 , the method further comprising generating communication metadata for the monitored communication based on an analysis of the monitored communication. 
     
     
       11. The method of  claim 10 , wherein the guidance analysis is based on the monitored communication, the set of stored data, the set of GAR, and the communication metadata. 
     
     
       12. The method of  claim 10 , wherein the GAR analysis is based on the customer survey data, the guidance, the monitored communication, the set of stored data, the communication metadata, and the CSR action. 
     
     
       13. The method of  claim 10 , wherein the GAR analysis is also based on at least one of the guidance, the monitored communication, the stored data, or the communication metadata. 
     
     
       14. The method of  claim 8 , the method further comprising:
 the RAS software module receiving a set of customer survey data along with a set of associated monitored communications, a set of associated guidance, and a set of associated customer survey data; 
 performing an analysis of the GAR based on the set of customer survey data, the set of associated monitored communications, the set of associated guidance, and the set of associated customer survey data; and 
 updating the set of GAR based on the analysis. 
 
     
     
       15. A method for routing and providing guidance based on customer survey feedback, comprising:
 receiving an initial communication, wherein the initial communication does not include a set of stored data; 
 performing a routing analysis of the initial communication based on the initial communication and a set of routing analytics rules (RAR) to identify a customer service representative (CSR) designation for the initial communication; 
 performing a guidance analysis of the initial communication based on the initial communication and a set of guidance analytics rules (GAR); 
 assigning at least one guidance to the initial communication based on the guidance analysis; 
 receiving customer survey data associated with the initial communication; 
 performing an analysis of the set of GAR using a rules analytics service (RAS) software module based on the customer survey data, the assigned guidance, and a customer service representative (CSR) action; 
 updating the set of GAR based on the analysis of the RAS software module for the GAR; 
 performing an analysis of the set of RAR using the RAS software module based on the customer survey data, the initial communication, and the CSR designation; and 
 updating the set of RAR based on the analysis of the RAS software module for the RAR. 
 
     
     
       16. The method of  claim 15 , wherein the received initial communication has not been assigned to the CSR designation. 
     
     
       17. The method of  claim 15 , the method further comprising generating communication metadata for the initial communication based on an analysis of the initial communication. 
     
     
       18. The method of  claim 17 , wherein the routing analysis is based on the initial communication, the set of RAR, and the communication metadata, further wherein the guidance analysis is based on the initial communication, the GAR, and the communication metadata. 
     
     
       19. The method of  claim 15 , the method further comprising:
 receiving a set of customer survey data, a set of associated initial communications and a set of associated CSR designations; 
 performing an analysis of the set of RAR based on the set of customer survey data, the set of initial communications, and the set of CSR designations to update the set of RAR; and 
 updating the RAR based on the analysis. 
 
     
     
       20. The method of  claim 15 , the method further comprising:
 the RAS software module receiving a set of customer survey data along with a set of associated initial communications, a set of associated guidance, and a set of associated customer survey data; 
 performing an analysis of the GAR based on the set of customer survey data, the set of associated initial communications, the set of associated guidance, and the set of associated customer survey data; and 
 updating the set of GAR based on the analysis.